AccountId: 011433970860
ContactId: 14e312da-614c-47eb-a208-3943471a3d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632380 ms
Total Talk Time (AGENT): 297225 ms
Total Talk Time (CUSTOMER): 279109 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/14e312da-614c-47eb-a208-3943471a3d66_20250418T19:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling about my claim. I've been told a couple different things now and the online portal is still not updated like the girl this morning said it would be so I'm just concerned and wanna make sure I have the accurate information.
[AGENT][NEUTRAL] OK, um, so is it, so you're wanting like a claim status or update?
[CUSTOMER][NEUTRAL] Yes, because I called yesterday morning and she said that it was um the claim was completed on the [PII] and for $4000 and um the direct deposit would release that night then it didn't hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I called back this morning.
[CUSTOMER][NEGATIVE] Um, because like if you when you guys when you guys have done it, it's in my account like the next day in the afternoon so and it still just says in progress on the online portal yet it says they completed 416 so um I waited yesterday nothing it didn't update and then I called in this morning and she said that it was just processed yesterday.
[AGENT][NEUTRAL] OK. May I have
[CUSTOMER][NEUTRAL] But that it wasn't getting released until tonight, so I don't know what's going on.
[AGENT][POSITIVE] May I have your name and a good contact number in case we're disconnected? I'll be more than happy to look into the claim for you.
[CUSTOMER][NEUTRAL] Sure it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 259-736-3
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII] or [PII].
[AGENT][POSITIVE] Thank you so
[CUSTOMER][NEUTRAL] I always forget you have my work email.
[AGENT][NEUTRAL] It's OK and all the information provided is a verification of benefits, not a guarantee of payment. So yes, the policy did or the claim did finish processing. Um, it is a total of $4000. Um, it still has the generic date of [PII], which lets us know that it finished processing yesterday. Um, when it's in that point, I mean, it's been sent to your bank, so you
[AGENT][NEUTRAL] We just have to wait for it to post. I don't, we can't really speak on when your bank is going to post it, but yes, it has finished processing and that is the total that's going to you.
[CUSTOMER][NEUTRAL] OK, when did it get sent to the bank? Like when did it actually get sent?
[AGENT][NEUTRAL] Um, again, it just shows [PII]. So when we see that, that lets us know that the claim just finished processing. Everything goes to the banks at [PII]. So if it finished processing yesterday, then it would have been [PII] this morning, um.
[CUSTOMER][NEUTRAL] So did it finish processing yesterday or today?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] There's a generic date here of [PII]. Um, I can see if I can check with the claims examiner to see if they have an exact date of when the claim processed.
[CUSTOMER][NEUTRAL] OK, yes, please, because mine is saying completed [PII] and the girl that I spoke to.
[AGENT][NEUTRAL] But once it goes
[CUSTOMER][NEUTRAL] Yesterday morning told me it was on the [PII]. The girl I talked to this morning said it was yesterday, so I, I'm just, I, I don't know what to, you know what I mean?
[AGENT][NEUTRAL] Either way, yes, um, hold on one moment, let me check with claims for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Oh I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. Can you look at this claim with me? I have an insured, um, it just finished processing. She wants to know the exact date that it finished processing.
[AGENT][NEUTRAL] But, um, so it's policy number 259.
[AGENT][NEUTRAL] 7363.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's this last claim here 3590069. I told her that it has like a generic date [PII], so that lets us know it just finished processing and it um give it about 3 to 5 business days because it's been, you know, it's, I'm showing as direct deposit.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, she's basically trying to gauge when the deposit is gonna get in there and uh previous calls have told her it was done on the [PII]. She said the online service and it shows the [PII], but I can't really say the [PII] because all I see is [PII].
[CUSTOMER][NEUTRAL] No no no.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there a way that we can confirm if it finished processing on the [PII]? I don't know where they.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Getting this date
[CUSTOMER][NEUTRAL] If it actually processed on the [PII], I don't know either. I mean, because it looks like it was processed today.
[CUSTOMER][NEUTRAL] Um, now if she calls back on Monday and she hasn't gotten a direct deposit and it's still showing the same thing.
[CUSTOMER][NEUTRAL] Then we could look into it, but it looks like it was today because I looked at that one with [PII] this morning and the examiner just completed that claim today.
[AGENT][NEUTRAL] But I talked to her. I've been, she's been calling every day. I talked to her on the [PII] and the [PII], and it's been in the status.
[CUSTOMER][NEUTRAL] But did it have a date out there?
[AGENT][NEUTRAL] Well, on the [PII], it just showed.
[CUSTOMER][NEUTRAL] It still had the same?
[AGENT][NEUTRAL] On the [PII], it showed in processing and then on the [PII], it did show the 1900 yesterday. It showed the same thing.
[CUSTOMER][NEUTRAL] Yesterday
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was there a why out there cause they, the examiner, it could have been 1900 but the payment had not been issued.
[CUSTOMER][NEUTRAL] So do we remember if there was a Y?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't want to say it was and it wasn't, so I'm gonna just say no. So maybe the payment hadn't been issued at the time, but it finished processing.
[AGENT][NEUTRAL] That's probably what happened.
[AGENT][NEUTRAL] Because it definitely said that date yesterday, but I don't remember the why or not, so, but I did tell her that it was direct deposit.
[CUSTOMER][NEUTRAL] Yeah, so if the
[CUSTOMER][NEUTRAL] Yeah, so, yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I would just kinda watch this one and on Monday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] If it's still in the same state, I guess then we'll have to look at it and see what's going on with it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I looked at it with [PII], but I don't see, I didn't see anything that was wrong with this one.
[AGENT][POSITIVE] Alrighty, well, I will let her know. Thank you so much for looking at that with me.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. So I apologize for that wait. So I was just speaking with [PII]. Um, so there it's not a definite date because it hasn't finished, um.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I don't want to say it hasn't finished processing because it has. You spoke with me on the [PII] and the [PII] and you talked to [PII] this morning. On the [PII] when we spoke, it was in processing, but on the [PII] when we spoke, it did show the generic date of the [PII].
[AGENT][NEUTRAL] But she's saying yes, it could have showed that date, but it did it have the why they are showing.
[AGENT][NEUTRAL] On our end, uh why showing the payment had posted. I couldn't confirm that for her. So, if you like, we can watch this claim until Monday. Um, there's nothing wrong with it. It's just um being sent to your bank, but we can look at it until Monday if the payment still hasn't um posted for you, but it has finished processing and is on the way to your bank.
[CUSTOMER][NEUTRAL] OK, so you're saying that yes it has been sent to the bank already.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Yes. The only difference between yesterday and today is yesterday we're showing that the payment posted as in the payment has been sent to the bank. Yesterday it just showed the date saying that she finished processing, finished processing.
[CUSTOMER][NEUTRAL] OK, so now there's a why saying that like last night at [PII] is when it was released to the bank.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That makes OK
[CUSTOMER][NEUTRAL] Now I understand what you're saying. OK, I just like on my end it doesn't show anything it says it's still in progress like the status says in progress, but then like you know if you go over it says status in progress and then it shows um it doesn't like the claim that you can't click on the claim number yet like when it gets completed you can click on the claim number and see your like EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says date completed [PII] with uh no dollar amount paid out yet so it still says in progress so that's why I just wanted to verify because I was thoroughly confused.
[AGENT][NEUTRAL] Oh, it's OK. Well, did you have any other questions about the balance or the claim payment?
[CUSTOMER][NEUTRAL] No, if it was released last night, I would venture to say I'll probably see it in my usually when you guys release it the next day it shows up in my bank account like later in the afternoon.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if it got released last night it'll probably show up later today.
[AGENT][POSITIVE] So hopefully it'll be in there, um, yeah, hopefully it'll be in there today for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII]. Um, I'm sorry, Ms. [PII]. Was there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.